Job Description

All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Impacts the team’s ability to achieve service, quality and timeliness of objectives. The role is subject to operating policy objectives. There is moderate autonomy within the role. High levels of operational judgment are required to achieve outcomes required.

Roles and Responsibilities

• Act as the single point of contact for the customer to timely and satisfactorily resolve concerns covering a wide variety of support services offered for assigned region, product, or coverage area.
• Act As the primary point of contact to resolve technical issues at the site on a daily fashion.
• Regularly provide presence at the site (s) specially during ongoing outages.
• Own the planning process for upcoming outages, including order placement for parts, repairs and services. Interacting closely with OFS team and Customer outage planning team as required.
• Makes sure Customer feels supported all the time by means of holding periodic follow-up meetings with them, high rate of response for any type of communications with them.
• Owns the process for Invoicing and revenue recognition in line with the contracts T&C and always trying to maximize sales and margin and looking for opportunities of cost reduction.
• Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer.
• Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area.
• Participates in discussions about the future of the business requiring frequent and thorough interaction with other functions.
• Develops the year plan for the own function using the framework of the strategic plan for the whole unit.
• Presents projects plans, technical roadmaps, risks and recommendations to senior business leaders (EB and SEB) within technical space and occasionally to senior leaders in partner technical teams.
• Conducts complex processes requiring involvement of many stakeholders both at the client side.
• Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer · Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area
• Requires specialized knowledge within the function. Influence the development of strategy for the area of responsibility, including control of resources and influences policy formulation.
• Interprets simple internal and external business challenges and recommends best practices to improve products, processes or services. Stays informed of industry trends that may inform work.
• Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology or engineering. Has ability to assess quality of information given and ask pertinent questions to stakeholders. Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations. Uses multiple internal and some external sources outside of own function to help arrive at a decision.
• May lead functional teams or projects with minimal resource requirements, risk, and/or complexity. Communicates difficult concepts and may influence others' options on particular topics. May guide others to consider a different point of view.

Required Qualifications

• Engineering degree from an accredited university or college.
• Experience in Customer Service Management or equivalent position
• Good experience with ERP systems
• Experience in gas power industry in general and extensive knowledge of gas turbines and technology and related auxiliary equipment and services
• Experience in administration of contracts (ie long term service agreements)
• Excellent organizational skills
• Ability to ease navigate in a matrix organization
• Fluent in English and Spanish

Desired Characteristics

• Excellent oral and written communication skills.
• Excellent interpersonal and leadership skills.
• Demonstrated ability to analyze and resolve problems.
• Demonstrated ability to lead programs / projects.
• Ability to document, plan, market, and execute programs.
• Established project management skills.

Additional Information

#LI-Remote - This is a remote position